Service Recovery Assessment
Do guest promises survive the handoff?
We assess one Front Office workflow to identify where guest promises lose an owner, an update or follow-through.
One property. One workflow. A concise report with up to three priorities.
Start with a free conversation. We agree the scope together.
Choose it when
Issues are handled differently by shift, promises go missing overnight, or colleagues are unsure what they may offer.
What you receive
A small set of priorities for clearer ownership and follow-through, supported by the evidence available.
A focused site day
About six hours on property, around one live shift change and one busy period.
A concise report
Four to six pages: what already works, and no more than three priorities, each with its evidence, an owner and a first step.
A decision session
Sixty minutes with your leaders to agree owners, dates and a 30-day action plan, with three or four simple measures.
Two starter tools
A promise log and a 10-minute daily manager review, fitted to what you already use.
A check-in
A 30-minute conversation about six weeks later.
Your team’s time, spread over about three months: your GM or sponsor about 3½ hours; your Front Office lead about 6¾ hours; three or four colleagues up to 30 minutes each.
Boundary
This does not include software, live complaint handling or a guaranteed change in guest scores.
What we look at
- What was requested or offered
- Who owns the next action
- What changes at shift handoff
- The difference between work completed and guest follow-up
- How unresolved items are escalated
What we may ask to see
A blank pass-on or log, and the guidance colleagues use to assign or escalate work.
Guest names, reservation numbers and payment information are not needed. You decide what we may view, copy or keep.